Returns and Refunds
Returned items must be intact and show no signs of use or damage. For more details on our return policy, click here.
Return via carrier
How can I return items from an online order?
Follow these simple steps to return an item by carrier:
1. Access the order from "Order History" section in your account details or directly from "Follow your order/return" section.
2. Click on the "Return request" button and fill in the form by selecting the item and the reason for return.
3. Prepare the parcel. Attach the return label which came with your delivery to the return parcel.
4. Take the parcel to your nearest Royal Mail drop-off point.
1. Access the order from "Order History" section in your account details or directly from "Follow your order/return" section.
2. Click on the "Return request" button and fill in the form by selecting the item and the reason for return.
3. Prepare the parcel. Attach the return label which came with your delivery to the return parcel.
4. Take the parcel to your nearest Royal Mail drop-off point.
Do I have to pay to return my order?
You can return your purchase completely free of charge. To learn more about our return policy, click here.
I have ordered the wrong size/item/color. Can I exchange the item(s)?
The exchange service via carrier isn't possible, but you can return your item for free and make a new order.
Where can I find the return label?
The label was sent to you with the order.
What should I do if I didn't receive/I've lost the label that came with my delivery?
1. Go to "Follow your order/return" section or log in to your account.
2. Fill out the return form online and select "Carrier".
3. Download and print the label. Attach the label to the return parcel and please save the tracking number from the label until your return is confirmed.
If you need help, you can always contact our Customer Service via chat, mail or phone.
I have submitted a return request but then I changed my mind and now I want to keep the items, what can I do?
If you change your mind and you don’t want to return the items anymore, just leave them out of the return box and we will make the adjustments accordingly.
I have already filled in the return form online and want to change it, what can I do?
The return form cannot be modified after it has been completed. However, if you have forgotten to include any of the items or you wish to remove others, you can add/remove them from the package before giving it to the delivery company. Please make sure that all the items you wish to return are sent back in a single shipment.
Can I return several different orders in the same delivery?
Please return each order separately with the corresponding return label in order for the refund to be processed correctly.
How and when will I receive a refund for the goods returned via carrier?
The refund will be made as soon as possible, no later than 14 days from your return request (provided that we have received the returned items or that you have given us a proof of having sent them to us) or alternatively, after you delivered the returned products to the carrier.
The time it takes to see the refund appear in your account may depend on your credit or debit card company.
The time it takes to see the refund appear in your account may depend on your credit or debit card company.
How will I receive my refund if I paid with an e-Gift Card?
In this case, we ask you to contact us on hello@falconeri.com and provide us with your bank account details. The refund will be made in the shortest possible time and will not take longer than 14 days.
It's been 14 days and I still haven't received my refund, what can I do?
Write to us at hello@falconeri.com and we will check the reasons for what happened.
